Customer Plan Change- Cancel/Reschedule
| Job started or open state variations of cx plan change due to above reasons | Customer Plan Change- Cancel/Reschedule Scenario where cx denies for service due to possible scenarios such as Service needed at other time Customer placed request by mistake Require preferred partner Other reasons when customer don't want service | ||||||||
| Customer Plan Change- Cancel/Reschedule | Pro reaching out before BT | Pro at location | Pro reaching out post BT | ||||||
| Step 1 | We will ask about booking time Go through partner profile and search it by booking date & time | We will ask about booking time Go through partner profile and search it by booking date & time | We will ask about booking time Go through partner profile and search it by booking date & time | ||||||
| Step 2 | We will confirm with the partner why the customer wants to reschedule or cancel | ||||||||
| Scenario 1 | Job not started and customer agrees to cancel the booking,(CX calling is mandate here) -->If the customer wants to cancel the booking, we will call the customer to validate the reason for cancellation. If the customer confirms they want to cancel, we will guide them to cancel the booking by following these steps: -->My Bookings > Select Booking > Go to bottom > Click on cancel< Select ( Incorrect Service booked/ Service needed at other time) > Click on cancel we will ask customer if they are cancelling a booking on call than we will guide a step to cancel if not than we will come back to partner and guide them to cancel under "pro cant deliver" if mark mark we will reverse a paf follow PAF reversal SOP -->If the Customer Is Charged a Cancellation Fee: We will guide them to raise a request for a refund of the cancellation fee using the following steps: -->On-going booking>> Help>> Scroll down the screen>> select option of "I have been charged with unfair cancellation fee>> customer will describe the issue>> Submit -->If paf is marked then follow PAF reversal SOP | ||||||||
| Scenario 2 | Job is pre canceled by the customer -->If the customer has canceled the booking for their own reasons, we need to check the customer's request by referring to the request monet page. If any cancellation fee is given to the partner, we need to inform the partner that they will receive the cancellation fee amount in their next payout. -->We need to check if the cancellation has been marked against the partner. Validate call records/chats. If no input found in call/chats then we should call customer and check why they have canceled the booking. If post validation pro is found to be not at fault then fill reversal form and park ticket for 3 hours. Refer --> PAF reversal SOP | ||||||||
| Snenario 3 | Customer denied to cancel (CX calling is mandate here) -->Guide partner to cancel the booking under "Can't Deliver on Call." -->Once the partner cancels agent needs to be on call with the partner and check the status i.e if paf has been marked or not -->If "Yes" then validate and fill the reversal form (IF pro is not at fault) and share TAT of 3 hours -->Keep the ticket pending for 3 hours. -->After 3 hours, check the response sheet and guide the partner accordingly. --> If PAF is not marked then Inform the partner that PAF has not been marked Close the ticket. | ||||||||
| Scenario 4 Cx is not responding | IF job is in open state Agent shold validate call/chat details to check if any conversation has happened between them. If yes, then validate and raise to L2 team for reversal and park ticket for 3 hours If pro is at fault(validated through call/chats then deny for reversal and close the ticket and ask pro to cancel under can't deliver | If job is pre canceled by either cx or px Agent shold validate call/chat details to check if any conversation has happened between them. If yes, then validate and raise to L2 team for reversal and park ticket for 3 hours. --> If pro is at fault(validated through call/chats then deny for reversal and close the ticket. | |||||||
| Scenario 5 | Job started and cx plans changed then, If the partner job has already started, we will request that the partner end the job in case of visiting charges by selecting the no work done option. If the customer has paid any amount, then we will ask partner to end the job in visiting charges and inform you will get this charges in next payout. If the customer has not paid any amount, we will call customer from our end to conviance customer to pay visiting charge if customer deny to pay then we will return their lead value by filling out the formand keeping the ticket pending for 24 hours until the lead value is refunded. Form Response Sheet | ||||||||
| Tagging < 4.3 On job - Customer led Cancellation < Customer plan change- Cancel/Reschdule | |||||||||